Growth Specialist I, Preferred
New
J
JobgetherReal estate technology
Based in the United StatesFull-TimeEntry
SalaryHourly base pay varies by location: $41.40–$66.20 per hour in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington State, and Washington, D.C.; $39.30–$62.90 per hour in Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia. Compensation in other locations may differ based on geographic and role-specific factors.
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Job Details
- Experience
- At least two years of experience in customer success, customer support, account coordination, or a similar customer-facing position.
- Required Skills
- Data AnalysisSalesforceTableauCustomer SuccessCustomer support
Requirements
- Have at least two years of experience in customer success, customer support, account coordination, or a similar customer-facing position.
- Demonstrate the ability to support multiple customers or external partners in a fast-paced environment while maintaining responsiveness, accuracy, and service quality.
- Have experience with CRM platforms or ticketing systems; Salesforce is preferred.
- Be comfortable documenting customer interactions, maintaining case histories, managing tickets, and following structured processes.
- Communicate clearly in writing and verbally, explain processes, and respond professionally to inquiries.
- Demonstrate attention to detail, prioritization, follow-up, and the ability to manage multiple active cases and deadlines.
- Be able to interpret basic performance data, recognize trends, and take appropriate action within established guidelines.
- Adapt to changing, technology-driven environments, competing priorities, and defined procedures; escalate issues when necessary.
- Work effectively in a shared team structure and communicate relevant information to colleagues and cross-functional stakeholders.
- Be prepared to live within a reasonable commuting distance of the assigned region or service area and attend onsite activities as required.
- Work toward defined SLAs, weekly productivity targets, quality standards, and partner outreach schedules.
- Familiarity with Salesforce, Follow Up Boss, Tableau, reporting dashboards, or AI-assisted tools is preferred; real estate, PropTech, SaaS, or performance-based partner program experience is advantageous.
Responsibilities
- Guide partners and real estate agents through onboarding, initial setup, and adoption of Follow Up Boss, Zillow Home Loans, and related platforms and services.
- Respond to partner and agent inquiries by phone, email, and case management systems, escalating complex or technical issues to appropriate support teams.
- Review data-based performance signals, prioritize outreach contacts, and complete timely follow-ups.
- Reinforce program recommendations, platform best practices, and operational procedures using approved playbooks.
- Use reporting tools and metrics to monitor partner activity, identify trends, and communicate observations to stakeholders.
- Maintain accurate records of partner interactions, support cases, outreach, and resolutions in designated systems.
- Recognize recurring, sensitive, or complex issues and route them through appropriate channels.
- Collaborate with teammates and internal support functions to resolve issues, coordinate activities, and meet SLAs.
- Share feedback on recurring questions, documentation gaps, and workflow challenges to improve playbooks, tools, and processes.
- Meet established productivity, response-time, resolution-time, outreach, and documentation targets, including at least 90% of weekly KPIs.
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